Using Performance Dashboards in Call Centers
Call centers are ideal candidates for performance dashboards.
The high number of transactions per day plus the direct link between
call performance and customer satisaction provides intra day performance
Call center management is complicated. However, it can be simplified
with the proper tools, such as Inova Solutions' Performance Tracker
2.0. This is a web-based dashboard that gives managers real time
facts and data to work with, allowing them to make more effective
decisions and adjust their plans quickly as different situations
arise. Potential problems can be nipped in the bud with this call
center management tool.
The Performance Tracker works by consolidating metrics and data
from multiple sources and displaying it all on one cohesive dashboard
that can be customized according to your needs.
Managers first see a high level overview of their business and
operational metrics, but they can easily drill down into various
sections to learn more details. Moreover, the system allows management
teams to instantly compare actual performance versus goals, and
this knowledge allows them to take immediate and effective action.
All the essential information can be displayed at a glance with
Performance Tracker - key performance indicators are displayed graphically
in the form of charts, gauges, and grids.
Another positive aspect of the Inova Solutions call center management
tool is the way that it integrates with nearly any data source,
including ACDs, workforce management systems, and even internal
databases. Furthermore, since the dashboards are built on Microsoft
Sharepoint, customized viewing options are easy to create and edit.
Of course, the main positive of Performance Tracker is the fact
that it helps businesses become more efficient and therefore more
effective- managers spend less time running reports and more time
on coaching their agents and managing their call centers.
Inova Solutions is a call
center management and call center reporting tool supplier.
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